TOOLKITS
TOOLKITS
Page 16 of 49
Page 17 of 49
The ProblemManagement Process Kit - Second Edition
Minimize Effects of IT Infrastructure Inci-
dents Today!
Successfully Prevent and Manage IT Risks!
Problem Management aims to minimize the adverse
impact of incidents and problems on the business
caused by errors
within the IT infrastructure, as well as
to prevent the recurrence of Incidents related to these
errors.
ProblemManagement
works together with
In-
cident Management
and
Change Management
to en-
sure that IT service availability and quality are increased.
Problem Management is often considered to be one of
the best processes that can provide quick returns. It is a
process that delivers measurable benefits by removing
errors from the IT Infrastructure. This toolkit delivers a
wide variety of resources to
BOOST your understand-
ing and ability to implement ProblemManagement in
your organization.
The Complete Toolkit Includes:
Step 1-Getting Started
•
Toolkit Roadmap - Problem Management.doc
•
Toolkit Introduction Presentation - Problem Manage-
ment.ppt
•
Problem Management Overview Presentation.ppt
Step 2-Process Implementation
•
Problem Management Review Document.xls
•
Business Justification Template for Problem Manage-
ment.doc
•
Problem Management Objectives and Goals.doc
•
Problem Management Policies, Objectives, and Scope.
doc
•
Reports and KPI Targets in Problem Management.doc
•
Communication Plan for Problem Management.doc
•
Implementation plan for Problem Management.doc
•
Problem Management Process Flow.pdf
•
Roles and Responsibilities.doc
•
Problem Management - Process Manager.doc
•
Known Error Database.doc
•
Problem and Known Error Category Definition.doc
•
Technology Considerations.doc
•
Request for Change (RFC) Template.doc
•
Improvement Management Tool - Copy.xls
•
Example Business and IT Flyers.doc
•
Example E-mail Text.doc
Step 3-Problem Resolution and Known Errors
•
Problem Ticket Template.doc
•
Principles of Root Cause Analysis.doc
•
Technique - 5 Whys.doc
•
Technique - Pareto Charts.doc
•
Technique - Fishbone Diagrams.doc
•
Technique - C&E Matrix.doc
•
Technique - Stratified Data Chart.doc
•
Technique - Scatter Plots.doc
•
Technique - Hypothetical Testing.doc
•
Technique - Regression Analysis.doc
•
Known Error Ticket Template.doc
•
Incident Log.doc
•
Plus 17 Bonus Documents!
The Corporate Endpoint (Mobile) Device Policies Toolkit
Invest in a Mobile Device Management Solu-
tion That Suits You!
Many organizations are looking to improve their under-
standing with regards to managing mobile devices as
an overall improvement to the structure and quality of
the organization.
The Toolkit is designed to answer a lot of the questions
that Mobile Device Management raises and provides
you with useful white papers, guides and essential, but
simple templates.
The toolkit serves to act as a starting point. It will give
you a clear path to travel. It is designed to be a valuable
source of information and advice.
The Corporate Endpoint – Mobile Device Management
toolkit includes 34 documents and:
•
Flows logically.
•
Is scalable.
•
Provides presentations, templates and documents.
•
Saves you time.
The documents included in this toolkit are:
•
Toolkit Roadmap.
•
12 Steps to a Successful Mobile Software Project.
•
Authenticating Users on Handheld Devices document.
•
Checklist for using iPads on your Network document.
•
Corporate Governance – Misuse and Abuse of Mobile.
Devices Whitepaper.
•
Example Business Case Mobile Devices.
•
Example Employee Mobile Device Policy Template.
•
Example Mobile Phone andWireless Device Policy_21
page template.
•
Guidelines on Cell Phone and PDA Security.
•
iPad- Business.
•
iPad- MDM.
•
iPad- Security.
•
iPhone - Business.
•
iPhone- MDM.
•
iPhone- Security.
•
Mobile Device Management - Example Business Impact
Assessment Template.
•
Mobile Device Management Presentation.
•
Mobile Device Security – Securing the Handheld, Secur-
ing the Enterprise.
•
Security Management - Mobile Devices Review.
•
Adams State College Colorado - Mobile Computing
Policy.
•
BBC - blackberry mobile devices.
•
NHS Mobile Communications Devices Policy.
•
NHS Mobile Computing Procedure.
•
NHS Remote Working Policy.
•
Checklist on Assignment of Risk Ownership.
•
CRAMM.
•
Generic Project Risk Assessment.
•
Risk Assessment and Control Form.
•
Risk Assessment Questionnaire.
•
Risk Management Framework.
•
Risk Management Review.
•
Certifying Information Security Management Systems
Overview.
•
ISO_IEC 27000 Standard - Requirements for Mobile Com-
puting and Teleworking.
•
Objectives and Goals- Security Management.
•
Security Management Implementation Plan- Mobile
Devices.
•
Security Roles & Responsibilities.
